Documentation Index
Fetch the complete documentation index at: https://docs.mnemom.ai/llms.txt
Use this file to discover all available pages before exploring further.
SLA and incident response
Mnemom’s availability commitments scale with plan tier. The free tier is best-effort; paid tiers carry contractual targets, with Enterprise escalating to custom terms. This page documents the public position. The authoritative numbers for any given contract live in the MSA and its SLA exhibit.
A public status page at status.mnemom.ai is part of the scale program’s Observability milestone and is not yet live. Until it ships, incident communications go through email (for contractual customers) and the in-app dashboard banner.
Uptime targets by tier
Uptime is measured monthly against the gateway control plane — the endpoints under api.mnemom.ai/v1. Data-plane components in the Safe House (CFD, CBD, AIP) inherit the control-plane target; when the gateway is up, enforcement is up.
| Tier | Monthly uptime target | Monthly error-budget equivalent |
|---|
| Free / OpenClaw | Best-effort — no SLA | — |
| Developer | 99.9% | ~43 minutes |
| Team | 99.95% | ~22 minutes |
| Enterprise | 99.99% target, contract-specific | ~4 minutes |
(total minutes in the month − unavailable minutes) ÷ total minutes. A minute is “unavailable” when the synthetic monitors that exercise the public API return a non-success status from at least two geographic probes simultaneously.
Recovery objectives
| Tier | RTO (target restore time) | RPO (max acceptable data loss window) |
|---|
| Free / OpenClaw | Best-effort | Best-effort |
| Developer | 4 hours | 1 hour |
| Team | 1 hour | 15 minutes |
| Enterprise | 15 minutes, contract-specific | 5 minutes, contract-specific |
Incident severity
Incidents are classified on declaration and re-classified as facts change.
| Severity | Definition | First notification target |
|---|
| SEV-1 | Full outage of the gateway or dashboard, OR a confirmed data exposure, OR a canary leak indicating agent compromise for any Enterprise customer. | ≤ 15 minutes |
| SEV-2 | Partial outage (single endpoint class, single region), OR degraded performance > 3× baseline latency, OR enforcement falling back to observe mode. | ≤ 30 minutes |
| SEV-3 | Background job failures (billing, observer, async AIP/CBD) that do not affect synchronous enforcement or dashboard access. | ≤ 2 hours |
| SEV-4 | Cosmetic or minor functional degradation. | Next business day |
Incident communication
Who hears what, when, and through which channel.
| Audience | Channel | First update | Cadence |
|---|
| All customers | Status page (once live) and in-app dashboard banner | ≤ 30 minutes after SEV-1/SEV-2 declaration | Every 30 minutes until mitigated, then on resolution |
| Enterprise contract contacts | Email to the designated security / operational contact | ≤ 15 minutes after SEV-1 declaration | Every 30 minutes until mitigated, then on resolution and at post-mortem |
| Team plan customers | Email to the primary org owner | ≤ 30 minutes after SEV-1/SEV-2 | Every hour until mitigated, then on resolution |
| Developer plan customers | Status page and in-app banner | Same as all-customers cadence | Same |
| Free / OpenClaw | Status page and in-app banner | Best-effort | Best-effort |
- Dashboard enforcement-mode downgrade notice if Safe House falls back to observe mode during the incident.
- Breach-notification support for customers with a regulator obligation under GDPR Article 33, HIPAA Breach Notification Rule, or sector-specific law. Mnemom provides the timeline, technical detail, and attestations needed for the customer’s notification; the customer is the reporting party. See Compliance — shared-responsibility boundaries.
Post-mortems are published within 5 business days of SEV-1 resolution for Enterprise customers (private, under NDA) and within 10 business days of SEV-1 resolution for all customers in summary form.
How customers reach us
| Need | Where to send it |
|---|
| Suspected security vulnerability | GitHub Security Advisory on the affected repo — mnemom-api, aap, aip, smoltbot. Do not file public issues. |
| Active incident affecting your traffic | Dashboard → Support → Incident (SEV-1/SEV-2 tag). Enterprise customers use the dedicated incident email on file. |
| Regulator-driven breach-notification assistance | Your Enterprise account owner or security@mnemom.ai. |
| Non-urgent product or billing question | Dashboard → Support → Question. |
Status page
A public status page at status.mnemom.ai is part of the scale program’s Observability milestone and will surface:
- Current gateway, dashboard, and proof-chain anchoring status per region.
- Active incidents with live update log.
- Scheduled maintenance windows.
- Historical uptime against each tier’s SLA target.
Until the page is live, current incidents are posted as an in-app dashboard banner and communicated to contractual customers by email.
SLA credits
Enterprise and Team contracts include SLA credits against the subscription fee when monthly uptime misses the contractual target. The credit schedule is in the MSA’s SLA exhibit; typical structure:
- Below target but ≥ 99.0%: 10% credit on the monthly subscription.
- Below 99.0% but ≥ 95.0%: 25% credit.
- Below 95.0%: 50% credit.
Credits are applied to the next invoice after the customer raises the claim with evidence. Free and Developer tiers do not accrue credits.
See also
